Refund policy

30-Day Easy Returns

At NucaPaws, we want you to feel confident shopping with us. If something isn’t quite right, we offer a simple and fair 30-day return process.

Our Returns Policy

  • 30-Day Return Period:
    You have 30 days from the date your order is delivered to request a return.

  • Item Condition:
    Returned items must be unused, in their original condition, and sent back with all original packaging.

  • Support You Can Rely On:
    Our customer support team is available to assist you throughout the return process.

Return Shipping Costs

  • Faulty or Incorrect Items:
    If your item arrives damaged, faulty, or not as ordered, we’ll cover the return shipping costs in line with Australian Consumer Law.

  • Change of Mind Returns:
    If you’ve ordered the wrong item, the size isn’t suitable, or you’ve simply changed your mind, return shipping costs will be at the customer’s expense. Original shipping fees are non-refundable.

How to Return an Item

  1. Contact Us:
    Email info@nucapaws.com with your order number and reason for the return.

  2. Pack Your Item:
    Securely repack the item in its original packaging, including all tags, accessories, and paperwork.

  3. Send It Back:
    Follow the instructions provided in your return authorization email and lodge your parcel with the nominated carrier.

Refunds

  • Inspection:
    Once your return is received, we’ll inspect the item to ensure it meets our return requirements.

  • Processing Time:
    Approved refunds are issued to your original payment method. Please allow up to 7 business days for the refund to appear, depending on your bank or payment provider.

Exchanges

Need a different size, colour, or product? Get in touch with our team and we’ll help arrange an exchange as quickly as possible.

Items Not Eligible for Return

For hygiene and safety reasons, some products cannot be returned. Any non-returnable items will be clearly identified on the product page before purchase.

Need More Help?

Visit our FAQs page or contact our customer support team — we’re always happy to help.

Store Name: NucaPaws
Address: 95 Passerine Drive, Rochedale South, QLD, Australia
Email: info@nucapaws.com
Phone: 0491 075 213